New Jersey’s largest provider of electric and gas service serving 2.2 million electric customers and 1.8 million gas customers with 13,000 employees.
- Developed training programs to align with corporate standards for all campus and dispatch locations
- Integrated end user training into the IMAC process to help reduce the number of calls into the help desk
- Integrated service call management system transparency via EDI
- Designed and implemented depot services for imaging devices in the WWTS Integration Center
- Consistently met or surpassed all customer service metrics
- High level of productivity resulted in reduced staffing cost
- Contract opportunity granted due to consistent high SLA attainment and CSAT scores